Head of Analytics (Care & Shipping)

HI, WE’RE BACK MARKET. We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have. Are you ready to join us? DESCRIPTION We're looking for a strategic Head of Analytics (Care & Shipping) to drive data-driven decision-making in our Customer Care and Shipping operations. You'll ensure Customer Care is a competitive advantage for Back Market by building trust through exceptional experiences, and that our Shipping operation delivers seamless post-purchase journeys. You bring deep expertise in analytics, user research, and commercial strategy. You'll unlock actionable insights from marketplace, customer care, and logistics data to drive first class customer experience and operational efficiency. This role is perfect if you're passionate about measuring and improving customer satisfaction while optimizing operational effectiveness. If you thrive on crafting scalable data strategies, influencing decisions through analytics, and sabotaging the notion that great care has to be expensive—you're in the right place. YOUR MISSION (IF YOU ACCEPT IT): 🥇 You'll drive analytics strategy across Customer Care and Shipping to elevate satisfaction, reduce costs, and improve delivery experience. Your insights will directly influence BPO performance, AI automation, carrier selection, and product roadmap priorities. Key Responsibilities: - Own satisfaction metrics across all care channels, diagnosing root causes and delivering actionable insights that improve resolution quality and reduce cost per contact - Build measurement frameworks for AI-powered care tools including agent QA scoring, volume forecasting, and automation ROI evaluation - Lead shipping analytics strategy: drive OTD improvement, carrier performance monitoring, and fraud detection while optimizing BackShip adoption - Partner with Product and Operations to quantify how product improvements impact care demand, translating findings into roadmap priorities that reduce Contact Rate - Provide data-driven scorecards for BPO partners and sellers, ensuring they meet Back Market quality standards • Develop end-to-end shipping economics models connecting logistics KPIs to customer retention and marketplace trust - Lead and mentor a team of analysts and analytics engineers, cultivating data-informed decision-making across the organization - Own analytics engineering: build scalable data pipelines in BigQuery and optimize data models for effective AI-enabled analysis YOU ARE IN THE RIGHT PLACE IF: ⭐ You have: - 7+ years of experience in analytics or user research, with proven marketplace experience driving exceptional customer outcomes - Excellent analytical skills combined with effective use of qualitative data and user research to deliver actionable insights - Comprehensive knowledge of key metrics: NPS, CSAT, Order Cycle Time, Perfect Order Rate, and their strategic drivers - Strong understanding of how product experience impacts customer care demand and resolution - Experience with customer care automation and AI tools (both customer-facing and internal) to improve operations - Excellent communication and project management skills—you simplify complex concepts for diverse audiences - Strong ability to manage cross-functional teams and collaborate with stakeholders including BPOs and external partners - Familiarity with BigQuery and advanced data analytics skills Nice to have: - Knowledge of data science applications for